Customer Success Associate/Manager

Trends Group Inc.; Makati; On-site; PHP 446,400 - 669,600; Full time

Job summary

A dynamic tech company in Metro Manila is seeking a Customer Success Associate/Manager to promote customer loyalty and ensure successful adoption of subscription services. You will develop trusted advisor relationships, facilitate operational discovery, and monitor user data to enhance customer satisfaction. The ideal candidate has a Bachelor's degree and at least 2 years of experience in B2B environments, with solid knowledge of SaaS platforms and tools. Join us in a highly collaborative environment.

Qualifications

• At least 2 years of experience in B2B environments, preferably in customer success or account management.
• Solid knowledge of SaaS business model and associated tools.

Responsibilities

• Develop trusted advisor relationships with key stakeholders.
• Facilitate discovery activities to assess current operations.
• Monitor usage data and evaluate customer feedback.

Skills

Customer success management

Operational discovery

Usage data analysis

Education

Bachelor’s degree in IT/Computer Science/Business Management

Tools

Salesforce

SAP

O365

Tableau

Job description

Customer Success Associate/Manager – Trends Group Inc.

Purpose

The Customer Success Manager for subscription services is responsible for promoting customer loyalty by ensuring that customers successfully achieve desired outcomes through full adoption of provided subscription services. Drives end-to-end adoption cycle by partnering closely with sales accounts teams, delivery teams, partners, and other relevant resources.

Responsibilities

• Customer Success Management: Develop trusted advisor-relationships with senior/strategic management, executive sponsors, and key influencers. Develop Customer Success Plans and Quarterly Success Reports. Conduct Quarterly Success Reviews and drive collaboration for progress toward outcomes. Ensure adoption activities align with internal business outcomes.
• Current Operational Discovery: Facilitate discovery activities to understand customers’ current operations in terms of people, process, and technology. Determine how the solution can address current challenges and improve efficiency and effectiveness. Document findings and provide recommendations.
• Adoption Management: Monitor usage data, evaluate enabled features, gather stakeholder feedback. Analyze usage, support, sentiment, and outcome metrics to identify barriers. Develop strategies to address barriers through communications, training, service optimization, and best practices. Lead development and delivery of measures and metrics to support assessment, reporting, and improvement of information security posture. Identify and drive end‑to‑end remediation of any security breaches or vulnerabilities. Build the organization’s information security capability.

Qualifications

• Minimum Education: Bachelor’s degree in IT/Computer Science/Business Management or equivalent.
• Minimum Experience/Training: At least 2 years of working experience in B2B environments with preference for customer success, account management, implementation, sales, or consulting.
• Solid knowledge of SaaS business model and platforms such as CRMs (Salesforce, Hubspot), ERPs (SAP), collaboration and productivity platforms (O365, Citrix, Webex), analytics platforms (Tableau, Alteryx), and network management/monitoring tools (Cisco DNA, Meraki, Solarwinds).

Working Conditions

Willing to work in a highly collaborative environment.